Jan 07

Ho Chi Minh Securities Corporation Case Study

Ho Chi Minh Securities Corporation Case Study

Ho Chi Minh Securities is a brokerage and equity firm based in Vietnam, one of the fastest growing Asian economies. This article describes how ITIL assisted the IT team to support the organization’s ambitious growth plans and develop new services. HSC provides a comprehensive list of financial services for a wide range of cliental base. Financial consultancies such as HSC are key in connecting investors with high growth industrial sectors.

IT services forms a key element in HSC’s success as they support most of the business-critical services and always focus on contentious improvement of their infrastructure and its management.

Their approach to finding the right framework was ‘don’t fix what’s not broken’ and looked at existing frameworks such as ITIL, CMMI and COBIT instead on investing resources in proprietary methods. Significant considerations went into decision making which included smooth transition, efficient management of current services as well as providing launchpad for future ventures such as, future to enter the derivatives market. The choice was natural due to the versatility of ITIL.

It was critical to engage key experts to ensure rapid and hurdle free adoption. Based on the expert advice the sequence of adoption included Incident, Problem, Request Fulfilment, Service Desk,

Change, SACM and Release Management. It is also imperative to include key stakeholders to understand their needs and assign resources recently, especially given that HSC has a small IT team.

Due to this continuing development, all stakeholders showed immense satisfaction and appreciation in implementing ITIL at HSC without significantly disrupting key IT team duties.

Like any complex IT systems, challenges do exist. IT team at HSC particularly highlighted following challenges,

It is challenging to increase the maturity level of the implemented framework within IT and continuous improvement and regularly engage key stakeholders

Inclusion of more processes from Service Design and Service Strategy. Specifically, initiation of Service Level Management, Supplier Management, Availability Management, Capacity Management and Business Relationship Management.

IT team at HSC also believes that having ITIL training and certification has been critical in achieving their goals. Due to the training, the team comprehended what was of relevance and how to customise the framework. The training and certification provided information how to map the journey and make optimal use of this information. Based on this knowhow, the IT team planned staged implementation with the big picture in mind and built a process implementation team during the very early stages.

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